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Diary of a Workforce Manager

A Comprehensive Guide For Workforce Managers

Written by Tiffany LaReau, c.w.p.p


“This is the book that every workforce manager should keep open and refer to daily. The what, why and how of WFM.”

–Rohit Kapoor, Workforce Management Analyst

“An enjoyable read that's packed with ideas, examples, and resources that will help anyone working in WFM navigate the nuances of their role.”

–Justin Robbins, Contact Center Consultant/Researcher

The Essential WFM Handbook

An essential handbook for workforce managers and contact center leaders. Written by Tiffany LaReau, and told through the experiences — successes and failures — of her 30+ years in workforce management, this comprehensive guide is packed with proven knowledge, techniques, tips, and real-world advice.

In This Guide We Discuss

  • Advice, Tips & Best Practices
  • Power Forecasts & Dangers
  • Improved Scheduling Practices
  • Holiday Survival Guide
  • WFM Ratios
  • Long-Term Staffing Model
  • Tips For Buying WFM Software
  • Advice to Reduce Costs
  • Reports Without Software
  • Biggest WFM Mistakes
  • Inherint Weaknesses in WFM
  • Interviewing for WFM Jobs

eBook Details

Format: PDF, Apple Books, Kindle
Language: English
Pages: 184
Publication Date: 2018, 1st Edition

Purchase Price: $8.95

To purchase the eBook, complete the form below.


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All rights reserved. No portion of this book may be reproduced in any form without permission from the publisher, except as permitted by U.S. copyright law. For permissions contact: [email protected].